If you encounter any issues with your order, please reach out to us at [email protected]. Our customer care team will gladly assist you and work to resolve the matter within 30 days of receiving your order.

EXCHANGE AN ORDER

Please note that we do not provide exchange support. When placing an order, customers are required to carefully review and confirm all product details, including size, design, quantity, and shipping information. Therefore, we cannot accept exchanges resulting from incorrect selections of items, sizes, designs, or addresses.

CANCEL AN ORDER

Time frame for order cancellation after placing an order.

  • You can only cancel your order within 6 hours of placing it.
  • If you contact us after this time to cancel your order, it may have already been sent to the warehouse for processing and shipping.

RETURN & REFUND POLICY
Time frame can be returned after the order has been delivered.

  • Our policy was in effect for 30 days after the delivery process was completed.
  • After 30 days, the order will be considered accepted by the customer, and no reimbursement will be made.

Returns and refunds are accepted in the cases below.
We will refund the full amount of your initial order if an item arrives in any of the following conditions:

  • The product arrives damaged.
  • The product arrives shattered.
  • The product design is not the same as the one you ordered.
  • The product size differs from what you ordered.
  • The product material differs from what you ordered.
  • The product you ordered is not the one you received.
  • The product differs from how it was described in the original.

Condition of the product when returned.
Noticeably, returned item(s) must NOT meet the following conditions:

  • The item(s) have been worn or washed
  • The item(s) have been modified in any way,
  • The item(s) are in any way defective from the original, unless the condition is our fault
  • The item(s) do not have their original tags.
  • The item(s) have some redundant thread that can be easily cut/repaired.
  • The item(s) must be returned in their original condition and in their original packaging.

Proof of order to claim a refund.

  • The shipping label/receipt
  • Proof of purchase
  • Evidence of defective items
  • Email screenshots that we previously sent to you

Steps for Requesting a Return and Refund

To request a return or refund, please email [email protected] with your inquiry and the necessary documentation.

Our customer support team will respond within 2–3 business days to guide you through the next steps. Once you receive the return address and instructions from us, carefully pack your item(s) and send the package back using a trackable shipping method.

After shipping, please email your tracking number or a photo of the return receipt to [email protected] for confirmation. Depending on your case, our support staff may provide additional instructions.

Important:

  1. Refunds will be processed only if you have received an email from us confirming the eligibility of your return.
  2. Please do not return any package without prior approval—Brastraps cannot be held responsible for any lost or unverified returns.
  3. Refunds cannot be issued if we do not receive the return package. Therefore, make sure to share your tracking details once the item has been shipped.

Cost of Return Shipping

Customers are responsible for all return shipping costs. These fees are not included in the refunded amount.

Refund Processing Time

Refunds are typically processed within 2 business days of receiving your returned item(s). Once your return is confirmed, you will receive an email notifying you of the full refund, including the original shipping fees paid.

If your refund has not appeared:

  1. Double-check your bank account.
  2. Contact your credit card provider, as posting times vary depending on their policies. Typically, reimbursements appear within 10–15 business days of the refund being issued.

If you have completed these steps but still have not received your refund, please contact our team at [email protected]. We will respond to your inquiry within 2–3 business days.

Important Notes

  • Our return and refund policy is valid for 30 days after the delivery of your order. After this period, the purchase is considered accepted, and no reimbursement can be made.
  • Items can be returned within this 30-day period without extra charges, except for return shipping costs.
  • Brastraps is not liable for packages lost or damaged during the return shipment.
  • Customers must contact our support team before sending a return—unapproved or late return requests may not qualify for refunds.

Thank you for shopping with Brastraps.
Customer Service Department
Email: [email protected]